The player from the United Kingdom was unable to withdraw her winnings of £3k. After her account had been suspended, she provided the requested evidence but had not received a response after 5 weeks. The issue had occurred after her withdrawal request, despite her having made numerous prior deposits. We attempted to mediate the issue, but Virgin Games Casino declined to cooperate, citing GDPR policy. Unfortunately, we had to mark the complaint as 'unresolved'. We recommended that the player contact eCOGRA and The United Kingdom Gambling Commission for further assistance.
Virgin Games Casino - Casino suspends account, delaying Player's withdrawal request.
Black points: 314
Amount: £3,000
Virgin Games Casino
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9.8
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
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6 months ago
Hi I deposited more than i win after i withdraw £3k they have been suspended my account they ask for evidence i send all evidence and its been 5 weeks no response from them no email nothing always im going on chat to ask them any updates always telling there is no update and no timescale for the withdrawal there was no issue when i deposited lost of time when i withdraw they closed my account and its been 1 months i cant get my withdrawal
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6 months ago
Hello Ayten97,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Virgin Games Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Hi they asked from me picture with me passport and signed paper with date on holding next to me and bank statements for deposits sent all evidence all the time im asking them they telling me there iss no update
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6 months ago
Hello Ayten97,
Can you please forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru?
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6 months ago
Thank you Ayten97 for all the information provided. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hello Ayten97,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I wanted to inform you that I've already reached out to the casino's support team via their official email address and am currently awaiting their response. I'll keep you posted on any information I receive.
Best Regards,
Jakub
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5 months ago
Dear Ayten97,
Unfortunately, Virgin Games Casino has declined to cooperate with us on this case, citing GDPR policy. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the The United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jakub
